Platincasino - Player’s winnings have been cancelled.

Deposited £200 and withdrew £1,200 the same day.

The casino asked me to provide the following:

Evidence of ID - sent them my driving licence, passport and a photo of me holding my driving licence

Evidence of my address - sent them a phone bill and a bank statement

Evidence the card I used to deposit is mine - sent them photo's of my card and also my bank statement showing the initial deposit

After a week they emailed me saying my winnings had been confiscated and account closed as they believe the photo of my bank card had been manipulated and was classed as fraud. This was because they asked me to send them a photo of me holding my debit card which I couldn't do as I no longer had the card (waiting for a replacement) - the photo's of just the card which I initially sent was an old photo which I've got saved on my phone.

They sent me a copy of their T&C's which they said I had broken but it only stated that I needed to provide evidence of ID, address and funds which I ultimately did. I understand I couldn't provide a photo of me holding my card but I did provide them a bank statement showing the original deposit.

They've been so unhelpful over email and quite rude. It seems a lot of people have the same issue as me and the casino are known for not paying out.

Dear Alex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

Was the only obstacle between you and your winnings that you provided a picture of your other bank card, not the one that has been used to deposit funds into your casino account? Have you received a new card already?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Petronela,

When I withdrew the funds the casino emailed me numerous times asking for documents to verify my ID, address and debit card used to deposit funds. My ID and address were fine, my issue was with the debit card.

They asked me to send them a photo of the card used to deposit the funds. I no longer have this card, it broke a few weeks back but I do have photo's of it on my phone. I sent them one of it but they then replied saying I need to send a signed copy, which I then did (had photo's of both). They then asked if I could send a photo of me holding the card next to my face - as explained I no longer have this card (waiting on a replacement) so I explained this to them and asked if there was anything else I could provide. I received a response saying instead they can accept a bank statement showing the original deposit which I sent them straight away.

A few days later I received an email to say my winnings have been confiscated and my account closed permanently as I breached their 2.1.9 T&C's by forging my debit card details. I asked them to explain more to which they replied saying they believe I forged my card to include a signature when I uploaded the second photo.

The T&C's they are referring to are:

2.1.9. Due to the laws and regulations concerning anti-money laundering and gambling and also its licence conditions, the Company is required to make checks to verify your identity and the source of funds deposited by you. The Company may at any time request you to not only verify your identity and address but also request proof of ownership for any payment method used to deposit or withdraw funds. The check may also include a verification of source of wealth and/or source of funds. If sufficient verification documentation is not provided, we have the right to confiscate/void possible winnings.

As per the T&C's, I have successfully provided them with every document included. Although they think the signed photo of my debit card was forged, I ultimately provided them with a bank statement showing the initial deposit so as per the T&C's they have proof of ownership for the original payment method used to deposit funds.

I have emailed them numerous times explaining that although they aren't happy to accept my debit card photo, the second document they requested (a copy of my bank statement) was accepted so I have complied with everything they have asked. for.

They told me their decision is final and if I'm still not happy then I need to lodge a complaint with them. I lodged the complaint and received the exact same reply as the first email that their decision is final.

Any help would greatly be appreciated!

Thank you very much, Alex, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alex,

I'm Nick and I'll be assisting you from now on. I would like to ask Platin Casino to join us and help us resolve the player's issue.

Hi Nick,

Great, thank you!

Hello,

we're investigating this case and getting back with further information soon as possible.

Dear Platin Casino,

Thank you for joining to us. We will be waiting for any additional information from you. If there is anything confident, you can also send it to nikolas.b@casino.guru.

Looking forward to your answer.

After reviewing this case with our UK Team, our decision was based on the fact that our internal payments and fraud team were unable to verify the authenticity of the players depositing method.

Requests were made for further verification (copy of bank statement) which again failed to meet the standards required for validation.

As this is an anti-money laundering issue, we have no option but to return the players funds and not process any winnings. 

Please let us know if you require further information regarding this case.

Hello,

Please may you explain how the further request made for the bank statement failed to meet the standards required?

I downloaded my bank statement from my bank, it showed my name & address clearly at the top and also included the initial £200 deposit as requested.

This is the first time I’ve heard that this failed - you only mentioned to me that you were unable to pay my winnings as I wasn’t able to send you a photo of me holding my card.

Nick (casino guru) I am more then happy to forward you the bank statement I sent Platincasino so you can see how there is nothing wrong with it.

Many thanks,

Alex

Also just to add, the bank statement I sent you was in the correct format requested (PDF).

Sent further details via Mail to Nick

Hi Nick,

Please may you advise what they have sent you?

I’ve been in contact with another complaints company who have had similar complaints about Platincasino before and believe the only way to resolve it would be to file an official complaint. Would you agree?

Many thanks,

Alex

Dear Alex,

The e-mail received from the casino did not contain any specific information or proof. Could I ask you to share the documents you sent to the casino? If yes, please send them to nikolas.b@casino.guru.

We will go through them and provide you with more information later. Thanks in advance.

Regards,

Nick

Hi Nick,

No problem, I will send you the bank statement I gave them now.

FYI, this is the first time I have heard that the bank statement failed to meet their verification standards. I emailed their UK team yesterday to ask for an explanation as to why it failed and they can't seem to give me a valid answer, just keep referring to not being able to send them a photo of me holding my card.

On their message above, they have said they were unable to verify the authenticity of the players depositing method. I understand this from the card situation, but they then asked me to provide a bank statement which I have given them. As you will see, there is nothing wrong with the statement so they have no real reason to confiscate my winnings.

Many thanks,

Alex

Dear Alex,

Sent you additional request in e-amil. Please let us know any update.

Hi Nick,

I have just replied to your email.

FYI I am also still emailing the Platincasino UK team and they have contradicted the response from Platincasino above. They are saying their only issue is with the photo of my card and not the bank statement which is different to what Platincasino said in this thread.

I have gone back to them with a copy of Platincasino's response above in regards to my bank statement failing to meet verification standards and they are now ignoring my emails.

Platincasino - please can you provide me with an update as to why my bank statement failed to meet the verification standards? Your UK team are now ignoring my emails.

Dear alexw,

After our e-mail communication, we tried to come to some kind of solution regarding this case. We requested both the casino and the player for additional information. The casino couldn't provide us due to data protection and we could not receive all the requested documents from the player as well. Due to this situation, all I can recommend now for the player is to contact the licencing authority of the casino. I would like to ask the player to inform us whether she is going to contact the authorities or not. Please let us know about your decision.

Regards,

Nick

Hi Nick,

Thank you. The only information I couldn’t provide you was a picture of my credit card as my bank have advised that I shouldn’t send this out.

Yes i will contact the authorities, seems to be the only way now as they are completely ignoring me. Would it be IBAS I need to contact?

Many thanks,

Alex

Dear alexw,

Unfortunately, even without that 1 information we couldn't continue resolving the case by our own. I would recommend you to contact directly the MGA licencing authority, as the casino has a licence from them. I will be closing the complaint for now as unresolved, and we will be waiting for the regulator's decision in the next 30 days. Please let me know by e-mail if they would answer to you. Wish you best luck until then.

Regards,

Nick

Dear alexw,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Dear alexw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.